Service Desk Analyst

TEKsystems • Saint Petersburg, FL

4h • $30 - $34 • Hybrid

About The Position

The Service Desk Analyst provides first-line technical support to end users across a corporate environment. The role troubleshoots hardware and software issues, supports remote and onsite employees, assists with new-user onboarding, and works to resolve service requests promptly. The analyst supports Windows systems, Microsoft Office 365, Exchange Online, web browsers, VPN technologies, and proprietary business applications, using ServiceNow and remote support tools such as GoToAssist. The position is a contract role based in St. Petersburg, Florida, and is described as hybrid.

Requirements

• At least 3 years of experience in a Help Desk, Service Desk, Technical Support, or IT Support role.
• Experience supporting Windows operating systems and Microsoft Office applications.
• Hands-on experience supporting Office 365 and Exchange Online.
• Familiarity with VPN technologies, including F5 and GlobalProtect.
• Experience using ticketing systems such as ServiceNow.
• Knowledge of software installation, troubleshooting, and desktop application support.
• Experience performing PC setup, deployment, backup, restoration, and migration activities.
• Understanding of hardware troubleshooting and break-fix support.
• Strong troubleshooting, customer service, and communication skills.
• Ability to support users with varying levels of technical proficiency.

Nice To Haves

• Bachelor's degree in Computer Science, MIS, Information Technology, or a related field, or equivalent work experience.
• At least 5 years of experience in a Help Desk or Technical Support environment.
• Experience supporting enterprise environments with remote and onsite users.
• Knowledge of computer maintenance, malware and virus remediation, and endpoint security practices.
• Understanding of data networking fundamentals, including TCP/IP, DNS, DHCP, and connectivity troubleshooting.
• Experience supporting backup and recovery solutions.

Responsibilities

• Serve as the primary point of contact for end-user technical support issues via phone, email, and ticketing systems.
• Troubleshoot and resolve hardware, software, application, and connectivity issues.
• Support Windows-based systems, Microsoft Office 365, Exchange Online, web browsers, VPN technologies, and proprietary business applications.
• Use ServiceNow and remote support tools such as GoToAssist to manage and resolve incidents and service requests.
• Support on-domain and off-domain users in office and remote work environments.
• Perform PC deployments, workstation setup, upgrades, replacements, data backups, and data restoration activities.
• Install, configure, and support desktop software and business applications.
• Diagnose hardware issues and coordinate break-fix activities, including warranty replacement processes with HP.
• Assist with onboarding new employees, including workstation setup, account access verification, and technology orientation.
• Document troubleshooting steps, resolutions, and customer interactions in the ticketing system.
• Escalate complex technical issues to appropriate support teams when necessary.
• Provide customer service while meeting established service level agreements (SLAs).

Benefits

• Medical, dental, and vision coverage, if eligible.
• Critical Illness, Accident, and Hospital coverage, if eligible.
• 401(k) retirement plan with pre-tax and Roth post-tax contributions available, if eligible.
• Voluntary life insurance and AD&D coverage for employees and dependents, if eligible.
• Short- and long-term disability coverage, if eligible.
• Health Spending Account (HSA), if eligible.
• Transportation benefits, if eligible.
• Employee Assistance Program, if eligible.
• Time off or leave, including PTO, vacation, or sick leave, if eligible. Compensation is $30.00–$34.00 per hour.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed